Juniper Research forecasts that operators will generate US$27 billion from the termination of SMS messages related to multi-factor authentication in
As digital transformation takes root across the consumer ecosystem, businesses must expand and deepen their relationships with consumers to better
Recently I was calling my airline to inquire about expiring award miles. I approached them via three channels: through their
As of 2020, there were 71 insurance companies operating in Vietnam, up from one player in the 1990s. According to
Twilio’s (third annual State of Customer Engagement Report found that investment in digital customer engagement and personalisation technologies has had
Two-thirds of customers contact customer service after receiving proactive outreach from a brand, often using costly assisted channels because they
A Gartner survey revealed that 60% of marketing organisations have centralised some or all their functions. Chief marketing officers (CMOs)
Whether it’s applying for a new policy or filing a claim, customer interactions are where the battle for lifetime brand
The global transformation of banking and payments has only accelerated over the past few years, and between web trends and
Two years into the COVID-19 pandemic, the region continues to adjust with cycles of change and adaptation. Customers today are
Gartner predicts that by 2025, 75% of companies will “break up” with poor-fit customers as the cost of retaining them
Asia-Pacific businesses are set to outstrip other global regions in customer experience investment in 2022 in response to a pandemic-induced
